Problems following a firmware update

During a firmware update on a charging station, it is possible that the station no longer communicates with the supervision platform or behaves erratically. This support page offers a checklist to help EVSE technicians diagnose and resolve these issues.

Checks to perform after a firmware update

1. Check the network connection between the station and the supervision platform

A firmware update can sometimes affect the station's network connection. Here are the points to check:

SIM card data consumption:
- When downloading the firmware, the station may have consumed a large amount of data, causing the SIM plan to be saturated or cut off.
- Check the status of the SIM card and make sure it still has data available.
Impacted network configurations:
- The firmware update may change the network configurations (IP, DHCP, subnet).
- Make sure the station's network settings are correct and match your infrastructure.
Charging station cluster configuration:
- If the station is part of a cluster ("master" station and "satellite" stations), check the internal communication via Modbus, WiFi or local Bluetooth.
- Make sure the "master" station still communicates correctly with its satellites.

2. Check the OCPP configuration keys

The firmware update can sometimes affect the OCPP parameters or the specific configurations accessible only through the firmware interface. Check the following points:

a. OCPP URL

Check that the OCPP URL has not been erased or replaced by the station manufacturer's URL.
Make sure the OCPP URL is the one provided by Chargekeeper.

b. OCPP protocol version

Make sure the OCPP protocol version being used is still the correct one.
Recommendation: OCPP 1.6 JSON.

c. OCPP configuration-specific keys

Some OCPP keys define the communication parameters between the station and the supervision platform. Here are the important keys to check:

MeterValueSampleInterval:
- Defines how frequently charging session data is reported.
  Recommended value: 60 seconds (1 minute).
- If this value is set to 0, the supervision platform will no longer receive information about the power consumed during charging sessions.
HeartbeatInterval:
- Defines the maximum time interval between two "keep-alive" signals sent by the station to the supervision platform.
  Recommended value: 3600 seconds (1 hour).
WebSocketPingInterval:
- Defines the time interval between two "pings" used to keep the OCPP WebSocket connection open.
  Recommended value: 120 seconds (2 minutes).
ClockAlignedDataInterval:
- Defines how frequently the station reports its cyclic measurements (temperature, meters, fan speed).
  Recommended value: 3600 seconds (1 hour).
- If this value is set to 0, the supervision platform will no longer receive information about the station's cyclic measurements.

The secure connection via TLS (secure WebSocket wss) can be altered during a firmware update. Here are the points to check:

TLS certificate:
- Check whether the TLS certificate configured in the station is still valid.
- In some cases, the update may have removed or disabled the certificate.
Strong TLS configuration:
- Some stations offer a reinforced connection option with strict certificate validation. This option may be enabled by default after an update.
- If this option causes problems, temporarily disable the "Strong TLS" configuration or request an update from the manufacturer.
Secure connection URL:
- Check that the configured OCPP URL uses the wss:// prefix for secure connections. Also make sure the port is configured correctly (443 for TLS).

4. Check the manufacturer-specific configuration keys

Some stations include specific configuration keys (non-standard OCPP) that can affect communication with the supervision platform. Here is what to check:

Manufacturer-specific URL:
- In some cases, the update may have changed the communication URL by restoring a default URL (for example, the manufacturer's).
- Check that the URL configured in this key is indeed the one provided by Chargekeeper.
- This key may be used in situations such as:
  - A firmware update.
  - A fleet takeover and a change of supervision platform.
  - A factory configuration (connected by default to the manufacturer's supervision platform).

5. Analyze the station's OCPP logs

Your Chargekeeper supervision platform lets you analyze your stations' OCPP exchanges over several weeks. This can help you diagnose communication-related issues. Here is what you can check in the logs:

Communication:
- Make sure the station is communicating properly by analyzing the regular exchanges.
Error messages:
- Look for error messages coming from the station, which may indicate specific problems.
Specific OCPP messages:
- Check whether certain essential messages are being sent by the station:
  - MeterValues: Meter data.
  - StatusNotification: Connector states.
  - StartTransaction / StopTransaction: Start or stop of a session.
  - Authorize: Authorization of an RFID badge.

6. Contact the station manufacturer's technical support

If, after performing all the checks mentioned above, the station still does not communicate correctly with Chargekeeper, it is important to contact the manufacturer's technical support. This is particularly important if the problem is not widespread across your entire fleet. In many cases, an isolated problem is directly related to a configuration issue or an anomaly of the station itself.

The manufacturer will be able to:

Guide you through specific steps related to their hardware.
Identify and resolve anomalies directly on their platform or firmware.
Provide corrective updates if necessary.

Conclusion

By following this checklist, you should be able to diagnose and resolve most connection issues or erratic behavior after a firmware update. If the problem persists, contact both Chargekeeper technical support and the station manufacturer's support for full assistance.

For any additional help, write to us at support@charge-keeper.com.